Position: Team Leader – Auto Finance Back Office Operations
Location: Milford, US (Onsite)
Duration: FTE/ Direct Hire
Position Summary
We are seeking an experienced and results-oriented Team Leader to manage a team of approximately 25 associates supporting back-office operations for a leading Auto Finance client in the United States. The ideal candidate will have strong people leadership skills, extensive operational management experience, and domain expertise in Consumer Lending, Auto Finance, Loan Servicing, Credit Operations, or Financial Services Operations.
The Team Leader will be responsible for driving operational excellence, ensuring service level compliance, maintaining quality standards, managing productivity, and leading continuous improvement initiatives while delivering an exceptional client experience.
Key Responsibilities
Team Management & Leadership
• Lead, coach, and mentor a team of approximately 25 back-office associates.
• Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
• Manage attendance, scheduling, workforce utilization, and employee engagement initiatives.
• Develop career progression plans and identify training needs across the team.
• Foster a culture of accountability, collaboration, and continuous improvement.
Operations Management
• Oversee day-to-day processing activities across auto finance and consumer lending operations.
• Ensure adherence to established SLAs, productivity targets, quality metrics, and turnaround times.
• Monitor workflow volumes and allocate resources to meet business requirements.
• Identify bottlenecks and implement process improvements to enhance operational efficiency.
• Ensure consistent application of process controls and compliance standards.
Quality & Compliance
• Maintain high levels of accuracy and quality in transaction processing.
• Ensure compliance with client policies, regulatory requirements, and internal controls.
• Conduct root cause analyses on errors and implement corrective action plans.
• Partner with Quality, Training, and Compliance teams to improve performance outcomes.
• Support internal and external audits as required.
Stakeholder Management
• Serve as the primary point of contact for operational issues within the assigned process.
• Provide regular performance updates and MIS reporting to Operations Management.
• Collaborate with client stakeholders to address concerns and drive service improvements.
• Participate in governance meetings and business reviews.
Performance & Reporting
• Track and report key operational metrics including:
o Productivity
o Accuracy
o Turnaround Time (TAT)
o Service Levels (SLAs)
o Quality Scores
o Employee Utilization
o Attendance and Attrition
• Analyze trends and drive action plans to improve operational performance.
• Prepare daily, weekly, and monthly management reports.
Preferred Domain Experience
Candidates should possess experience in one or more of the following areas:
• Auto Finance Operations
• Consumer Lending Operations
• Loan Origination
• Loan Processing
• Loan Servicing
• Contract Funding
• Title & Registration Processing
• Credit Reviews
• Payment Processing
• Collections Support
• Account Maintenance
• Dealer Services
• Document Verification and Validation
• Financial Services Back Office Operations
Experience supporting US-based lending or auto finance clients is highly preferred.
Qualifications
Education
• High School Diploma
Experience
• 5–8+ years of experience in BPO/Shared Services/Financial Services Operations.
• Minimum 2–3 years of experience leading teams of 15–30 employees.
• Prior experience in Consumer Lending and/or Auto Finance Operations is strongly preferred.
• Demonstrated experience managing performance against operational KPIs and SLAs.
Required Skills
Leadership Skills
• Team coaching and mentoring
• Performance management
• Conflict resolution
• Employee engagement
• Change management
Operational Skills
• Workforce planning
• Productivity management
• Process improvement
• Quality management
• Root cause analysis
Analytical Skills
• Data analysis and reporting
• MIS preparation
• KPI management
• Trend analysis
Communication Skills
• Excellent verbal and written English communication
• Client-facing communication and stakeholder management
• Presentation and reporting capabilities
Technical Skills
• MS Excel (Advanced)
• MS PowerPoint
• MS Word
• Reporting and workflow management tools
• Exposure to Lean, Six Sigma, or Continuous Improvement methodologies preferred
Key Performance Indicators (KPIs)
The Team Leader will be measured against:
• Service Level Achievement (SLA)
• Transaction Accuracy and Quality Scores
• Productivity Targets
• Turnaround Time (TAT)
• Employee Engagement Scores
• Attrition and Retention Metrics
• Client Satisfaction
• Compliance and Audit Results
• Continuous Improvement Initiatives Delivered
Why Join Us
• Opportunity to work with a leading US Auto Finance organization.
• Lead a high-performing team in a dynamic financial services environment.
• Exposure to consumer lending and auto finance operations at scale.
• Growth opportunities in operations leadership and client management.
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